Hilton Club The Residences New York

Reviews

• AP

  Alicia P

  6 days ago
  1.0
  I am a Diamond member and a loyal Hilton owner, yet my recent experience at this hotel was nothing short of a disaster. The elevators are undergoing construction, and even when they are operational, it can take over an hour to catch one, often because they are full. Despite these challenges, the hotel continues to host large conventions, which only exacerbates the situation. To make matters worse, I found my shower with a pile of congealed gel soap that should have been addressed by housekeeping. This s concerning. I left word for the Front Desk Manager, Alberto Benitez, for assistance. He informed me that he attempted to contact the pre-paid Hilton line for a refund but was told he lacked the authority to process it; I would need to make the request myself. This was particularly frustrating since I had to change my flight to return home early due to the escalated issues I faced during what was meant to be a celebratory birthday trip to NYC. Unfortunately, I missed my flight while waiting for the elevator, ultimately ending up at LaGuardia Airport on my birthday in tears. My family had organized a surprise party for me, with loved ones traveling from afar to celebrate, but I was unable to make it home. I contacted Hilton customer service, only to be informed that a refund could not be processed due to the pre-paid status of my reservation, but that Alberto had the authority to do so. I spent over an hour on hold with Anne, the Hilton Diamond Manager, as she attempted to reach Alberto. Despite multiple texts from me and holding online with her, he never responded. Anne was not kind or empathetic and informed me that I could not escalate my issue to anyone else because she was the highest at the Diamond desk. She told me that I would need to call back the next day and wait until Alberto was available. I’m literally appalled by Hilton representatives when I call in these days and how they are allowed to treat members, especially the high status ones. Not only is this not a premium property but given this experience, I have no desire to return. Hilton should reflect on how they handle customer grievances, as my experience has left a lasting negative impression. What was meant to be a joyous occasion turned into a birthday nightmare. I even cried the entire flight back home. I was too distraught to even celebrate my birthday the next day.
• TT

  Tony Tang

  Feb 17, 2026
  3.0
  Call them in the weekday morning around 10am, no one answered the phone. Pretty bad the first impressions.
• WG

  willow grzybowski

  Jan 8, 2026
  5.0
  Toto with bidet and heated bathroom floor were a plus.
• NG

  Norma Gargiulo

  Nov 19, 2025
  1.0
  Forse avevo io troppe aspettative su un Hilton, ma sono rimasta veramente delusa. Avevamo 3 camere e per tutte avevamo chiesto i letti singoli e, indovinate un po', tutti letto matrimoniali e, quando lo abbiamo fatto notare, ci hanno detto che non potevano fare nulle perché l'albergo era al completo e non potevano fare nulla. A parte questo ho soggiornato in due camere una era minuscola , ma alquanto confortevole , l'altra più grande , ma vicino a un vano di servizio estremamente rumoroso e con la doccia senza piatto e con la tendina di plastica .... Grande nota positiva , sei in pieno centro
• VP

  Vanesa Pena

  Oct 28, 2025
  5.0
  This place was clean the people who work there are very friendly go up and beyond. my room was always clean and stocked, even if I left multiple times a day. The happy hour on the 44th floor so much fun. The appetizers were so delicious. They had meatballs, wings, chip dip, fruit cheese platter.

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